Ebony Bridges
Phenix City,AL
Summary
Customer service professional with over 18 years of experience focused on detail-oriented service delivery. Proficient in managing complaints and building strong customer relationships, resulting in improved satisfaction rates. Committed to applying analytical insights to enhance operational processes and customer interactions.
Overview
20
20
years of professional experience
Work History
Technical Support Specialist
SupportNinja
Dallas, Texas
12.2023 - Current
- Diagnose technical issues and provided step-by-step resolution guidance to users.
- Resolve customer problems via phone, email, and chat with effective solutions.
- Collaborate with cross-functional teams to enhance support processes and customer satisfaction.
- Document all technical support activities, including process updates and changes.
- Maintain composure in challenging situations using de-escalation techniques.
- Respond promptly to service tickets submitted by users experiencing difficulties.
- Assist customers with online billing access, password resets, and account security adjustments.
- Manage configuration and setup of customer accounts and systems.
Customer Service Support Specialist
Qualfon
Harlingen, Texas
10.2020 - 11.2023
- Resolve customer complaints using effective communication and problem-solving techniques.
- Fostered strong customer relationships, increasing loyalty and satisfaction.
- Provide accurate product and service information to facilitate customer decision-making.
- Identify upselling opportunities based on customer needs during interactions.
- Processed refunds and adjusted bills, resolving billing complaints effectively.
- Manage customer accounts by updating database information to maintain accuracy.
- Analyze communication trends to identify and address improvement opportunities.
- Document interactions in CRM system for future reference.
- Provide customer support through phone, email, and chat channels.
- Ask probing questions to determine service needs and accurately input information into electronic systems.
- Resolve product issues by troubleshooting and guiding users through solutions.
- Maintain up-to-date knowledge of software and technical developments through reading and training.
Administrative Coordinator
Opelika P & O
Opelika, Alabama
05.2006 - 09.2010
- Scheduled appointments between clients and internal staff members with efficiency.
- Facilitated effective business correspondence through prompt responses to phone calls and emails.
- Proofread all content for error-free emails and documentation prior to distribution.
- Coordinated mailings and ensured timely deliveries to optimize office resource management.
- Maintained compliance with legal standards by handling sensitive information with discretion.
- Monitored health and safety protocols through regular inspections to uphold workplace safety.
- Developed spreadsheets for data entry tasks utilizing Microsoft Excel or equivalent software.
- Maintained accurate records and organized filing systems for various projects and initiatives.
Education
Certificate - Computer Applications Development
Southern Union State Community College
Opelika, AL03-2003
High School Diploma -
Opelika High School
Opelika, AL05-2001
Skills
- Call Center Protocols
- CRM Proficiency
- Database Management
- Transaction Processing
- Product Knowledge
- Complaint Resolution
- Communication Skills
- Active Listening
- Customer Focused
- Empathy and Patience
- Attention To Detail
- Analytical Skills
- Computer Literacy
- Time Management
- Collaboration
- Adaptability
- Verbal and Written Communication
- Technical Troubleshooting
Accomplishments
- 2017 Russell County Black History Month Achievement Award
Timeline
Technical Support Specialist
SupportNinja
12.2023 - Current
Customer Service Support Specialist
Qualfon
10.2020 - 11.2023
Administrative Coordinator
Opelika P & O
05.2006 - 09.2010
Certificate - Computer Applications Development
Southern Union State Community College
High School Diploma -
Opelika High School